Kodision develops document generator for KPN
Recently, KPN decided to broaden the use of the iMPROVE® software. The software is now being used to generate more than thousands of customers letters daily. Before it was already possible to generate documents based on a case within Kim® Customer Care. With the use of the document generator it is now also possible to generate documents independent of the case. The document generator is used by more than four hundred customer agents from KPN Internet.
Motivation for this assignment is the deployment of the enterprise content management system ECM Stellent within KPN. This system archives all the incoming and outgoing communication for clients throughout the complete organization. Due to this, customer agents possess a complete view of the customer which improves the quality of support and stimulates self servicing by customers.
With the use of the document generator it is easier for KPN to extract process information and use this information within the customer contact centre. Also by using templates and standard design, guidelines regarding the branding of the company are now more protected. Furthermore, the labor productivity increases significantly due to the streamlined design of the document generator. For example, a connection with various client systems within KPN enables the prefilling of customer data (and case data) into documents. The document generator also provides an accurate preview mechanism for outgoing documents. In addition, the handling of the documents towards the sending organization and the ECM system works automatically.
For more information about KIM® and the advanced support opportunities regarding customer agents within your organization, please contact Kodision.